ALGILANAN HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİNE ETKİSİ: CANOĞLU CAFE & RESTAURANT ÖRNEĞİ

Yıl 2021, Cilt: 5 Sayı: 1, 123 - 134, 31.03.2021

Nuruzat Abdraım Kyzy Guzel Sadykova

https://doi.org/10.32958/gastoria.836527

Öz

alışmanın amacı, algılanan hizmet kalitesinin müşteri memnuniyetine olan etkisini incelemektir. Araştırmada hizmet kalitesi güvence ve heveslilik, empati, güvenilirlik, fiziksel kanıtlar boyutlarıyla temsil edilmiştir. Müşteri memnuniyeti hizmet sunan kurumdan, sunulan hizmetin içeriğinden ve diğer işletmelerle kıyaslandığında duyulan memnuniyet temelinde incelenmiştir. Kastamonu şehrinin merkezinde yer alan Canoğlu Cafe & Restaurant’ın müşterilerine yönelik gerçekleştirilen araştırmanın sonucunda hizmet kalitesinin tüm boyutlarının müşteri memnuniyeti üzerinde pozitif ve anlamlı etkileri olduğu ortaya çıkmıştır. Sunulan hizmete ilişkin kalite algısını pekiştirme, nitelikli ve gelişmiş iletişim becerilerine sahip çalışanlar tarafından yaratılan güven, duyarlılık, ilgili davranma konusundaki isteklilik, araç-gereç ve donanım yeterliliği, hizmetin içeriğine ilişkin yenilik, yaratıcılık ve farklılık yaratma ile sağlanabilir.

Anahtar Kelimeler

Algılanan Hizmet Kalitesi, Müşteri Memnuniyeti, Yiyecek İçecek Sektörü,, Canoğlu Cafe & Restaurant, Kastamonu.

The Effect of Perceived Service Quality on Customer Satisfaction: The Case of Canoglu Cafe & Restaurant

Öz

The aim of the study is to examine the effect of perceived service quality on customer satisfaction. In the research service quality has been represented by assurance and responsiveness, empathy, reliability, physical evidence. Customer satisfaction has been examined on the basis of the service provider, the content of the service offered and the satisfaction compared to other enterprises. As a result of the research conducted for the customers of Canoglu Cafe & Restaurant located in the center of Kastamonu city, all dimensions of service quality have positive and significant effects on customer satisfaction. Reinforcing the perception of quality related to the provided service can be ensured by confidence, sensitivity and willingness to act created by employees with qualified and advanced communication skills, competence of tools and equipment, innovation, creativity and making difference related to the content of the service.

Anahtar Kelimeler

Perceived Service Quality, Customer Satisfaction, Food and Beverage Sector, Canoglu Cafe & Restaurant, Kastamonu

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